Job description
Role: CRM Specialist
The goal of the CRM Specialist is to facilitate the use of CRM software to improve the efforts of the E-Commerce, Sales,
Education, Marketing, Technical, and Finance departments. By improving these efforts, this means to successfully manage
customer relations, by being a liaison between the company and the direct customer and spa partners. This includes measuring
and monitoring customer satisfaction and devising ways to better serve customers and spa partners. The CRM Specialist also
helps the company to use the software to their advantage with a more streamlined approach to create better internal and
external relationships while building the brand’s reputation. This position reports to the E-Commerce Manager in the Marketing
Department.
Mission:
• Establish workflows and standards for entering, analyzing and pulling data in the CRM
• Spot ways to improve usage of the CRM through automating basic tasks for the E-Commerce channel
• Support E-Commerce business units to accelerate Omni-channel strategy internationally
• Utilize the CRM service to ensure data requirements are being met for DTC and B2B
• Customize and pull reports for the E-Commerce Manager to determine what kind of customer trends the business should
respond to
• Proactively work with Marketing team to generate new business opportunities, partnerships and strategize physical or digital
events accordingly
• Use data to collaborate with Marketing & E-Commerce teams to hone multifaceted communication programs designed to
drive sales
• Meet with spa partners to help analyze trends and determine areas of opportunity in their market and business
• Network to develop new business opportunities within specific spa markets; offering exclusive services to select clients
• Analyze and pull data reports for the online enabled partners and clearly communicate areas of opportunities while
providing best practices to grow their channels
• Develop creative briefs based on strategy objectives, target audiences, and product/service positioning
• Troubleshoot user or software errors that inhibit the efficiency of the interaction between people and technology
• Monitor, report, and evaluate effectiveness of strategy and approach
Profile:
• Highly motivated, energetic, result-driven individual with expertise in the CRM software
• 2+ years CRM relevant experience with a luxury brand, beauty or skincare training preferred
• Advanced customer service skills and enjoys interacting with new and existing clients/partners
• Excellent attention to detail by discerning the meaning from patterns and spot trends from data
• Strong interpersonal skills to effectively manage brand and customer expectations and build loyal relationships
• Experience in launch and build-out of CRM tool which includes integration with internal platforms
• Great problem-solving skills to resolve technical CRM issues, including responding to customization requests
• Organizational skills to help juggle competing demands from marketing, sales, customers, partners, and management
• Strong writing skills to communicate with internal partners via staff training guides
• Presentation and public speaking skills that allows training others on CRM software
• Proficiency in the Microsoft Office suite
